All together now -- Continuing technical issues from the legacy SPG forum
"(and even got upgraded to my supposedly cancelled reservation.) "
Sep 3, 2018, 11:51 am
#182
Join Date: Apr 2013
Posts: 799
Now my YTD numbers and point totals are changing, but the activity is not. Is Marrioot trying to irritate their customer base? or is this an accident? I suspect that at this point the IT people are doing what they do so well - finger pointing at other people and absolving themselves of blame.
I would pay money at this point to see results of their user acceptance testing. I am sure it was robust and well documented.
I would pay money at this point to see results of their user acceptance testing. I am sure it was robust and well documented.
Sep 3, 2018, 12:50 pm
#183
Join Date: Nov 2004
Location: San Jose, CA USA
Programs: UA Platinum 2MM, Marriott Lifetime Titanium, Hilton Gold
Posts: 632
I've heard references that the next fun experience will be when SPG hotels move off the legacy SPG reservation system into the Marriott one. I'm not sure when this will happen, but seeing how well the integration hasn't worked, I'm sure this will be the next fun nightmare.
I deliberately avoided staying in any Starriotts from early August until late Sept. In retrospect, this was a stroke of either luck or genius. Now I'm worried that I have a ton of stays at SPG starting on 9/24 until mid-Dec and I'm not confident they will have the Aug 18 problems fixed by then and it may be made worse if they migrate reservation systems during the fall.
I deliberately avoided staying in any Starriotts from early August until late Sept. In retrospect, this was a stroke of either luck or genius. Now I'm worried that I have a ton of stays at SPG starting on 9/24 until mid-Dec and I'm not confident they will have the Aug 18 problems fixed by then and it may be made worse if they migrate reservation systems during the fall.
Sep 3, 2018, 1:22 pm
#184
Join Date: Jun 2007
Location: europe
Programs: EX²-*wood platinum, EX-hyatt diamond, sixt platinum, hilton silver, leaders club, esselunga verde...
Posts: 2,048
I still have an incomplete account without adress etc. Until Marriotti is not able to fix it with the adress of my old spg - account etc. I will not be able to be a guest because I will not do their work! I have cancelled through platinum concierge all upcoming stays until end of octobre and I can also cancel the rest. Not my problem!!!
Sep 3, 2018, 2:00 pm
#185
Join Date: Nov 2004
Location: San Jose, CA USA
Programs: UA Platinum 2MM, Marriott Lifetime Titanium, Hilton Gold
Posts: 632
Question for the Lurkers. Is it now possible to use Chase Free Night certificates (or those from AMEX post 8/18) at SPG hotels? If so, how? If not, when?
I want to use two of these at Le Meridien Stuttgart at the beginning of October. I made the reservation using points, but am hoping to substitute the Chase certificates.
I wrote email to support and got a reply from someone on the SPG side telling me to call. I tried, but ran out of time after waiting on hold for an hour.
BTW, marriott.com clearly lists Le Meridien Stuttgart as "participating" in regards to the free night certificates. https://points-redemption.marriott.c...rriott-rewards But the process it says to use to book it doesn't work for SPG properties.
Thanks in advance,
I want to use two of these at Le Meridien Stuttgart at the beginning of October. I made the reservation using points, but am hoping to substitute the Chase certificates.
I wrote email to support and got a reply from someone on the SPG side telling me to call. I tried, but ran out of time after waiting on hold for an hour.
BTW, marriott.com clearly lists Le Meridien Stuttgart as "participating" in regards to the free night certificates. https://points-redemption.marriott.c...rriott-rewards But the process it says to use to book it doesn't work for SPG properties.
Thanks in advance,
Sep 3, 2018, 2:14 pm
#186
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Question for the Lurkers. Is it now possible to use Chase Free Night certificates (or those from AMEX post 8/18) at SPG hotels? If so, how? If not, when?
I want to use two of these at Le Meridien Stuttgart at the beginning of October. I made the reservation using points, but am hoping to substitute the Chase certificates.
I wrote email to support and got a reply from someone on the SPG side telling me to call. I tried, but ran out of time after waiting on hold for an hour.
BTW, marriott.com clearly lists Le Meridien Stuttgart as "participating" in regards to the free night certificates. https://points-redemption.marriott.c...rriott-rewards But the process it says to use to book it doesn't work for SPG properties.
Thanks in advance,
I want to use two of these at Le Meridien Stuttgart at the beginning of October. I made the reservation using points, but am hoping to substitute the Chase certificates.
I wrote email to support and got a reply from someone on the SPG side telling me to call. I tried, but ran out of time after waiting on hold for an hour.
BTW, marriott.com clearly lists Le Meridien Stuttgart as "participating" in regards to the free night certificates. https://points-redemption.marriott.c...rriott-rewards But the process it says to use to book it doesn't work for SPG properties.
Thanks in advance,
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Sep 3, 2018, 3:27 pm
#187
Join Date: Apr 2013
Posts: 799
Our apologies for the inconvenience. IIRC, this is still some of the things that the IT team is trying to get sorted. Basically, some of the legacy SPG stuff like SNA's aren't working for all participating legacy Marriott properties and likewise some of the legacy MR stuff like these certificates aren't working yet for some legacy SPG properties. I wish I had a time frame to a fix that I could give you, but I don't.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
This is what Marriott should have done from the beginning. Send out people who have credibility to tell us that it is a mess and that it will take time to sort it out. Now - if they just let the lurkers keep feeding us a status update (say daily at the beginning or end of the day) along with legitimate issue tracking and resolution we would probably all be happy.
Besides, who could get mad at a lurker?
Sep 3, 2018, 5:18 pm
#188
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,172
Sep 3, 2018, 6:12 pm
#189
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,483
Can anyone point me to where I can view lifetime nights on www.marriott.com? I can see it on app but I cannot find lifetime nights anywhere on web. 
Of course it is incorrect, on app, but I cannot even find it on web.
I can see it on app but I cannot find lifetime nights anywhere on web. Of course it is incorrect, on app, but I cannot even find it on web.
Sep 3, 2018, 6:15 pm
#190
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,417
Can anyone point me to where I can view lifetime nights on www.marriott.com? I can see it on app but I cannot find lifetime nights anywhere on web. Of course it is incorrect, on app, but I cannot even find it on web.
I can see it on app but I cannot find lifetime nights anywhere on web. Of course it is incorrect, on app, but I cannot even find it on web.There's a thread somewhere here, probably in the MR forum, entitled something like "lifetime nights are available now" with a wiki that gives step by step instructions with a link that seems to work for both MR and SPG accounts (linked but not combined).
Sep 3, 2018, 7:00 pm
#191
Join Date: Sep 2000
Location: MCO
Programs: Marriott Lifetime Platinum / Titanium, AA Executive Platinum
Posts: 959
As a professional software engineer, I think it is complicated to add code to give SPG members the benefit. You have to merge all the accounts in the Marriott database, then do error checking and validation to find the right users, and then update their records to be LPPE. It's definitely not months of work, so they should finish soon, but they probably didn't want to add one more complexity to an already complicated merger.
It has been pretty smooth overall given the scale of the merger. I'm impressed they had their booking systems back online so fast as that is their #1 priority. There will definitely be hiccups for a while but I'm happy with how it went overall.
It has been pretty smooth overall given the scale of the merger. I'm impressed they had their booking systems back online so fast as that is their #1 priority. There will definitely be hiccups for a while but I'm happy with how it went overall.
I also have 7 missing 2018 nights and one award stay booked prior to merger now says I owe points for an e-cert when I already paid the points.
All in all, I’m pleased with the new program, the extra hotel options for booking, and the preserved elite benefits, but the IT job could have been a lot better.
Sep 4, 2018, 5:55 am
#192
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,687
at this point i'm thoroughly confused as to what has posted to my account over the last couple of weeks....every few days either my yearly spend goes up by a few usd or my points balance slightly increases or my night count goes up by a night or two....but there is no stay activity reflecting in my account so i have no clue which stay has posted....
before i merged my accounts i had 83 marriott nights & 65 spg nights for the year....when i combined accounts i ended up with 146 nights, which means i was 2 nights short....this was probably the stay i had at a sheraton property in early august since most people are missing their stays from late july till the merger date....my spg points balance however was correctly multiplied by 3 & my marriott points were also correctly added to reflect my grand total....my total spend for the year also seemed correct as i had done a rough calculation of my yearly spend before i merged my accounts....so far so good....
on the 17th of august i had a 1 night stay at a four points....my average room rate was $60 (pre tax) a night & i had booked 3 rooms so i should have received 3 nights credit, 3,650 points (base + 75% bonus + 500 amenity) & my yearly spend should have increased by $180....
on the 18th of august i had a 1 night stay at a westin....i had again booked 3 rooms & spent a total of $1,189 (pre tax) so i should have received 1 night, 21,809 points (base + 75% bonus + 1,000 amenity) & my yearly spend should have increased by $1,189....
on the 19th of august i had a 1 night stay at a luxury collection property....booked 1 room at $85 (pre tax) so i should have received 1 night, 8,488 points (base + 75% bonus + 1,000 amenity + 6,000 brg) & my yearly spend would have increased by $85....
on the 21st of august i had a 3 night stay at a le méridien....my room rate was $260 (pre tax) a night so i should have received 3 nights credit, 15,650 (base + 75% bonus + 1,000 amenity + 1,000 magc) & increased my yearly spend by $780....
on the 27th of august my stay at the westin from the 19th posted....i received 21,809 points, my night count increased by 1 night to 147 & my yearly spend increased by $ 1,189....this is now reflecting in my account activity....
on the 29th of august my points balance increased by 2,000 points....no increase in yearly spend or night count & nothing reflects in my accounts activity....
on the 30th of august i had another 800 points in my account & my yearly spend went up by $20....no increase in my night count & nothing reflecting in my accounts activity....
on the 31st of august i had a 1 night stay at a sheraton....my room rate was $85 (pre tax) so i should have received 1 night credit, 8,488 points (base + 75% bonus + 1,000 amenity + 6,000 brg) & $80 towards my yearly spend....
on the 1st of september i had a 2 night stay at a sheraton....my room rate was $140 (pre tax) a night so i should have received 2 nights credit, 12,400 points (base + 75% bonus + 1,000 amenity + 6,000 brg + 500 magc) & $280 towards my yearly spend....
on the 2nd of september my points balance increases by another 1,000 points, my night count increases by 1 night to get to 148 nights & my yearly spend goes up by $10....once again there is nothing reflecting in my accounts activity page....
on the 3rd of september my yearly spend increases by $18 but there is nothing new in my accounts activity page....
on the 4th of september my points balance increased by 1,100 points, my night count goes up by 2 nights to 150 nights & my yearly spend increases by $60....& as usual there is no activity reflecting in my accounts activity page....
i don't have another spg/marriott stay now for another 2 weeks....i'm really hoping they sort out this mess by then....i'm taking a snapshot of my account page daily so that i know if there is any change....i have no clue what has posted to my account since the merger....most of the night, points & spend increase make no sense....
before i merged my accounts i had 83 marriott nights & 65 spg nights for the year....when i combined accounts i ended up with 146 nights, which means i was 2 nights short....this was probably the stay i had at a sheraton property in early august since most people are missing their stays from late july till the merger date....my spg points balance however was correctly multiplied by 3 & my marriott points were also correctly added to reflect my grand total....my total spend for the year also seemed correct as i had done a rough calculation of my yearly spend before i merged my accounts....so far so good....
on the 17th of august i had a 1 night stay at a four points....my average room rate was $60 (pre tax) a night & i had booked 3 rooms so i should have received 3 nights credit, 3,650 points (base + 75% bonus + 500 amenity) & my yearly spend should have increased by $180....
on the 18th of august i had a 1 night stay at a westin....i had again booked 3 rooms & spent a total of $1,189 (pre tax) so i should have received 1 night, 21,809 points (base + 75% bonus + 1,000 amenity) & my yearly spend should have increased by $1,189....
on the 19th of august i had a 1 night stay at a luxury collection property....booked 1 room at $85 (pre tax) so i should have received 1 night, 8,488 points (base + 75% bonus + 1,000 amenity + 6,000 brg) & my yearly spend would have increased by $85....
on the 21st of august i had a 3 night stay at a le méridien....my room rate was $260 (pre tax) a night so i should have received 3 nights credit, 15,650 (base + 75% bonus + 1,000 amenity + 1,000 magc) & increased my yearly spend by $780....
on the 27th of august my stay at the westin from the 19th posted....i received 21,809 points, my night count increased by 1 night to 147 & my yearly spend increased by $ 1,189....this is now reflecting in my account activity....
on the 29th of august my points balance increased by 2,000 points....no increase in yearly spend or night count & nothing reflects in my accounts activity....
on the 30th of august i had another 800 points in my account & my yearly spend went up by $20....no increase in my night count & nothing reflecting in my accounts activity....
on the 31st of august i had a 1 night stay at a sheraton....my room rate was $85 (pre tax) so i should have received 1 night credit, 8,488 points (base + 75% bonus + 1,000 amenity + 6,000 brg) & $80 towards my yearly spend....
on the 1st of september i had a 2 night stay at a sheraton....my room rate was $140 (pre tax) a night so i should have received 2 nights credit, 12,400 points (base + 75% bonus + 1,000 amenity + 6,000 brg + 500 magc) & $280 towards my yearly spend....
on the 2nd of september my points balance increases by another 1,000 points, my night count increases by 1 night to get to 148 nights & my yearly spend goes up by $10....once again there is nothing reflecting in my accounts activity page....
on the 3rd of september my yearly spend increases by $18 but there is nothing new in my accounts activity page....
on the 4th of september my points balance increased by 1,100 points, my night count goes up by 2 nights to 150 nights & my yearly spend increases by $60....& as usual there is no activity reflecting in my accounts activity page....
i don't have another spg/marriott stay now for another 2 weeks....i'm really hoping they sort out this mess by then....i'm taking a snapshot of my account page daily so that i know if there is any change....i have no clue what has posted to my account since the merger....most of the night, points & spend increase make no sense....
Sep 4, 2018, 7:23 am
#193
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
I'm in discussion with the Hotel Compliance team to try and understand if this is really a system issue or one where the hotels have simply failed to refresh their internal CMS. Nevertheless, we are sorry for the inconvenience, but it has not gone unnoticed.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
More and more I suspect that is the case, however, it has been quite the ride at check-in for nearly 3 weeks now.
The Sheraton São Paulo check-in were everything was prepared as a Gold Member (which I have not been for over 9 years) makes me think one of two things:
1. the property system retains my status from my last stay which was likely that long ago
2. the property system was not refreshed before arrival, but this is bigger than a property here and there, this has happened at properties from both sides in Germany, Greece, Switzerland, Italy and now back in Brazil.
Further to member frustration, the much-promoted status.marriott.com page is woefully misinformed, and has not been updated since August 30:
Systems Update ( as of 8/30 )
Reservations, members accounts, and other major systems functionality are all up and running at this time.We identified a small number of technical glitches during this sizable transition and are working quickly to resolve these issues. We appreciate the members who have shared their experiences with us and we’ve provided additional avenues to contact us below.
We’re grateful for your patience while we complete the data clean up on a handful of known issues. Rest assured, while the vast majority of members’ accounts are showing accurate information, the remaining accounts will be fully restored in the coming weeks.
If you have travel planned in the next two weeks, please reach out to us with any questions about the following categories:
- Modifying and Canceling Redemption Stays: Some members are reporting a delay in credits of points back to their accounts. If you have an immediate need to use missing points, please contact us.
- Transferring Points to Airline Miles: There is a temporary limitation on the number of points a member can convert to miles. Members can transfer up to 80K points to airline miles per day. This limit will be increased to a new daily threshold of 240K in the coming weeks.
- Points Advance Reservations: In some instances, Points Advance Reservations made prior to August 18 under the old award chart, incorrectly converted to the new award chart category (costing more points). Please contact us to have your reservation adjusted.
Providing a rosey (and false) update does not sit well with members, and everything points to minimizing the issues that have arisen.
I am now at the points where I feel it necessary to call the property in advance of my arrival to ensure that my status is correct. Not cool.
Sep 4, 2018, 7:24 am
#194
Join Date: Apr 2013
Posts: 799
This is the first post I saw over there:
Does support look at this forum at all since email support does not respond to accout merger issues?
I merged my SPG and Marriott accounts on 8/22, saw the "changes will take 72" hours to appear, contacted support by email twice with the last email sent on 8/29 and still have not heard back. Over 10 days later, I still don't see all my points. I am now getting frustrated which is why I am posting on this forum hoping someone at Marriott will
So no, I think that credibility is lacking there. About the only people I would trust is the lurkers at this point. And they have to be one of the originals - if they create LurkerX then I would probably be suspect.
On the bright side, we are two weeks away from a month of mayhem.
Sep 4, 2018, 7:28 am
#195
Join Date: Oct 2015
Posts: 127
All Together Now?
Received an email from Marriott customer care today regarding my missing nights, missing points, stays not posting etc. etc....
Thanks for your reply. We understand your frustration, but due to the merging process we have encountered several technical issues, our IT department is working on them, but still, it will take some time for the two programs to run smooth.
We are aware that some of the latest nights are not being reflected on the guests' accounts, this issue has been reported and is being worked on. As for your missing points, I have checked your account, these belonged to your SPG account, and we do not have access to this information, nor can we check why is the issue. But our colleagues in the Starwood office would be more than happy to assist you.
So despite the "All Together Now" message, the fact the programs are meant to have merged, and the fact I've merged my accounts, Marriott customer care can't even access the information about points that have gone missing from my SPG account??
Received an email from Marriott customer care today regarding my missing nights, missing points, stays not posting etc. etc....
Thanks for your reply. We understand your frustration, but due to the merging process we have encountered several technical issues, our IT department is working on them, but still, it will take some time for the two programs to run smooth.
We are aware that some of the latest nights are not being reflected on the guests' accounts, this issue has been reported and is being worked on. As for your missing points, I have checked your account, these belonged to your SPG account, and we do not have access to this information, nor can we check why is the issue. But our colleagues in the Starwood office would be more than happy to assist you.